Methods, Systems, and Computer-Readable Media for Providing Commitments Information Relative to a Turf

ABSTRACT

Methods, systems, and computer-readable media provide for providing commitments information relative to a turf. According to embodiments, a method for providing commitments information relative to a turf is provided. According to the method, a time frame for each of a plurality of turfs is determined. The time frame indicates when a work order of a given category is to be completed. A numeric indicator indicating the time frame in which the work order of the given category is to be completed is displayed.

CROSS-REFERENCE TO RELATED APPLICATIONS

The present application is a continuation of co-pending U.S. applicationSer. No. 11/778,919, titled “Methods, Systems, and Computer-ReadableMedia for Providing Commitments Information Relative to a Turf,” filedJul. 17, 2007, which is related to commonly assigned U.S. patentapplication Ser. No. 11/778,953, filed Jul. 17, 2007, titled “Methods,Systems, And Computer-Readable Media For Determining A Plurality OfTurfs From Where To Reallocate A Workforce To A Given Turf”; commonlyassigned U.S. patent application Ser. No. 11/778,999, filed Jul. 17,2007, titled “Methods, Systems, And Computer-Readable Media ForGenerating A Report Indicating Job Availability”; commonly assigned U.S.patent application Ser. No. 11/779,027, now U.S. Pat. No. 8,060,401,filed Jul. 17, 2007, titled “Methods, Systems, And Computer-ReadableMedia For Providing An Indication Of A Schedule Conflict”; commonlyassigned U.S. patent application Ser. No. 11/779,054, now U.S. Pat. No.8,069,072, filed Jul. 17, 2007, titled “Methods, Systems, AndComputer-Readable Media For Providing An Indication Of Hightime”;commonly assigned U.S. patent application Ser. No. 11/779,087, filedJul. 17, 2007, titled “Methods, Systems, And Computer-Readable Media ForProviding Future Job Information”; commonly assigned U.S. patentapplication Ser. No. 11/778,867, now abandoned, filed Jul. 17, 2007,titled “Methods, Systems, And Computer-Readable Media For ProvidingNotification Of A Last Job Dispatch”; commonly assigned U.S. patentapplication Ser. No. 11/778,962, filed Jul. 17, 2007, titled “Methods,Systems, And Computer-Readable Media For Providing Contact InformationAt Turf Level”; commonly assigned U.S. patent application Ser. No.11/779,011, filed Jul. 17, 2007, titled “Methods, Systems, AndComputer-Readable Media For Providing A Ratio Of Tasks Per Technician”;and commonly assigned U.S. patent application Ser. No. 11/779,073, nowabandoned, filed Jul. 17, 2007, titled “Methods, Systems, AndComputer-Readable Media For Providing Workforce To Load Information”;each of which is hereby incorporated herein by reference.

TECHNICAL FIELD

This application relates generally to the field of load balancing. Morespecifically, the disclosure provided herein relates to the field ofdynamic workforce reallocation.

BACKGROUND

Telecommunications networks may provide a number of services, such asplain old telephone service (“POTS”), digital subscriber line (“DSL”),and cable. A telecommunications network may be divided into a pluralityof geographic areas known as turfs. Maintenance of thetelecommunications network generally involves a proper reallocation oftechnicians across the turfs such that work orders can be timely filled.For example, when one turf experiences a high volume of work orders, itmay be desirable to reallocate available technicians from another,preferably nearby, turf with a low volume of work orders to help withthe high volume. The reallocation of technicians may be based on anumber of factors, such as the location, skills, schedule, andavailability of the technicians, as well as the priority of the workorders and the amount of time to complete the work orders.

Different types of work orders generally provide different commitmentdates. A commitment date refers to a given amount of time in which awork order is to be completed. In particular, certain types of workorders may be assigned a higher priority than other types of workorders. For example, maintenance orders, such as an order to restorelost service for an existing customer, may be considered a higherpriority than service orders, such as an order for installation of newservice for a new customer. When scheduling work orders and assigning agiven number of technicians to those work orders, scheduling personnelmay utilize the commitment dates to determine the most optimal schedulesuch that all the pending work orders are timely dispatched.

A load balance supervisor (“LBS”) may be assigned to coordinate thereallocation of technicians within a plurality of turfs. Informationrelated to the commitment dates may be useful to the LBS and other loadbalancing personnel. The commitment dates are conventionally provided asraw data, and the LBS is typically responsible for manually associatingthe raw data with the plurality of turfs. The process of manuallyassociating the raw data with the plurality of turfs may betime-consuming and labor intensive. Further, if the LBS is unfamiliarwith the plurality of turfs (e.g., the LBS is assigned to a recentdisaster area), the LBS may be unable to properly associate the raw datawith the plurality of turfs.

SUMMARY

Embodiments of the disclosure presented herein include methods, systems,and computer-readable media for providing commitments informationrelative to a turf. According to one aspect, a method for providingcommitments information relative to a turf is provided. According to themethod, a time frame for each of a plurality of turfs is determined. Thetime frame indicates when a work order of a given category is to becompleted. A numeric indicator indicating the time frame in which thework order of the given category is to be completed is displayed.

According to another aspect, a system for providing commitmentsinformation relative to a turf is provided. The system includes a memoryand a processor functionally coupled to the memory. The memory stores aprogram containing code for providing commitments information relativeto a turf. The processor is responsive to computer-executableinstructions contained in the program and operative to determine a timeframe for each of a plurality of turfs, and display a numeric indicatorindicating the time frame in which the work order of the given categoryis to be completed. The time frame indicates when a work order of agiven category is to be completed.

According to yet another aspect, a computer-readable medium havinginstructions stored thereon for execution by a processor to perform amethod for providing commitments information relative to a turf isprovided. According to the method, a time frame for each of a pluralityof turfs is determined. The time frame indicates when a work order of agiven category is to be completed. A numeric indicator indicating thetime frame in which the work order of the given category is to becompleted is displayed.

Other systems, methods, and/or computer program products according toembodiments will be or become apparent to one with skill in the art uponreview of the following drawings and detailed description. It isintended that all such additional systems, methods, and/or computerprogram products be included within this description, be within thescope of the present invention, and be protected by the accompanyingclaims.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram of an exemplary embodiment of a graphical userinterface (“GUI”) in a previous version.

FIG. 2 is a high-level diagram illustrating an allocation of techniciansfor maintaining and repairing a telecommunications network, inaccordance with exemplary embodiments.

FIG. 3 is a block diagram illustrating a computer configured to providea GUI that aids in the reallocation of the technicians across aplurality of turfs, in accordance with exemplary embodiments.

FIG. 4 is a block diagram of a workforce reallocation system, inaccordance with exemplary embodiments.

FIG. 5 is a diagram of a GUI, in accordance with exemplary embodiments

FIG. 6 is a diagram of a drop-down window in the GUI of FIG. 5, inaccordance with exemplary embodiments.

FIG. 7 is a diagram of another drop-down window in the GUI of FIG. 5, inaccordance with exemplary embodiments.

FIG. 8 is a diagram of another drop-down window in the GUI of FIG. 5, inaccordance with exemplary embodiments.

FIG. 9 is a flow diagram illustrating a method for providing commitmentsinformation relative to a turf, in accordance with exemplaryembodiments.

DETAILED DESCRIPTION

The following detailed description is directed to methods, systems, andcomputer-readable media for determining a plurality of turfs from whereto reallocate a workforce to a given turf. In the following detaileddescription, references are made to the accompanying drawings that forma part hereof, and which are shown by way of illustration specificembodiments or examples.

As used herein, the terms “work order,” “job,” and “task” are usedinterchangeably. Although not so limited, embodiments described hereinprimarily refer to a “work order” as the maintenance and repair of atelecommunications network by a technician. However, it will be apparentto one of ordinary skill in the art that, in further embodiments, a“work order” may include any suitable service that involves theallocation and reallocation of personnel to perform the service.

Embodiments described herein provide a Next Generation Load Balance(“NGLB”) tool for work force reallocation. According to exemplaryembodiments, the NGLB tool has a graphical user interface (“GUI”), suchas a GUI 400 of FIG. 5, containing an organized overview of work orderand technician statuses within a plurality of turfs. The NGLB tool maybe utilized by a load balance supervisor (“LBS”) or other load balancingpersonnel to aid in the coordination of work force reallocation withinthe plurality of turfs. In one embodiment, the NGLB tool is provided tothe LBS as a web-based application that can be accessed remotely via,for example, a web browser. In addition, the NGLB tool may be stored ona computing device used by the LBS to balance personnel.

According to further embodiments, the NGLB tool includes a commitmentsmodule, such as a commitments module 216 of FIGS. 3 and 4. Thecommitments module 216 may provide commitments information for each of aplurality of turfs, such as turfs 402, 404, 406, 408, 410, 412, inaccordance with exemplary embodiments. As used herein, commitmentsinformation refers to a time frame in which a type of work order isexpected to be completed. In one embodiment, each work order is dividedinto one of three categories: an installation work order; anout-of-service work order; and an affecting service work order. Thecommitments module 216 may provide the commitments information via aGUI, such as the GUI 400 of FIG. 5. The GUI 400 may provide an organizedpresentation of the commitments information, as described in greaterdetail below. In one example, the LBS may utilize the commitmentsinformation to reallocate technicians, such as the technicians 102,between turfs, such as the turfs 104.

Referring now to the drawings, it is to be understood that like numeralsrepresent like elements through the several figures, and that not allcomponents and/or steps described and illustrated with reference to thefigures are required for all embodiments. FIG. 1 is an exemplaryembodiment of the GUI 10 utilized in a previous version of the NGLB toolimplemented by assignee of this application on or about April 2005. Asillustrated in FIG. 1, the GUI 10 includes a plurality of turfs, such asturfs 12 a, 12 b, 12 c, 12 d. Each of the turfs, such as the turf 12 a,includes four columns 14 a, 14 b, 14 c, 14 d. Each of the four columns14 a, 14 b, 14 c, 14 d includes a first cell 16 a and a second cell 16b. The first cell 16 a includes job information and the second cell 16 bincludes technician information, according to one embodiment. The GUI 10provides map presentation of the turfs 12 a, 12 b, 12 c, 12 d. The mappresentation provides a visual mapping of physical distances betweeneach of the plurality of the turfs 12 a, 12 b, 12 c, 12 d. In oneexample, the physical distance between the turf 12 a and the turf 12 bis a distance 18. In another example, the turf 12 c and turf 12 d arecontiguous as indicated by the turf 12 c being in contact with the turf12 d in the GUI 10.

FIGS. 2-9 as described below illustrate a current version of the NGLBtool. FIG. 2 is a high-level diagram illustrating an allocation of thetechnicians 102 for maintaining and repairing a telecommunicationsnetwork 100, in accordance with exemplary embodiments. Thetelecommunications network 100 is maintained and repaired by a pluralityof the technicians 102. As illustrated in FIG. 2, each of thetechnicians 102 is assigned to an Alpha turf 104 a or a Beta turf 104 b(collectively turfs 104) by a LBS 106 or other load balancing personnel,according to exemplary embodiments. Each turf 104 includes a plain oldtelephone service (“POTS”) bucket 108 a, a digital subscriber line(“DSL”) bucket 108 b, and a cable bucket 108 c (collectively buckets108), according to one embodiment. Each of the buckets 108 represents adiscipline in which one or more of the technicians 102 may be assignedbased on the skill set of the technician 102. In particular, thetechnician 102 in the POTS bucket 108 a should have a skill set forcompleting POTS related work orders. The technician 102 in the DSLbucket 108 b should have a skill set for completing DSL related workorders, and the technician 102 in the cable bucket 108 c should have askill set for completing cable related work orders. In one embodiment,one or more of the technicians 102 may include multiple skill sets forcompleting work orders under multiple buckets 108. The technicians 102may be managed by one or more field supervisors (not shown). Forexample, the technicians 102 in each bucket 108 may be managed by aseparate field supervisor.

For the sake of simplicity and without limitation, only two turfs 104 aand 104 b and three buckets 108 a, 108 b, and 108 c are illustrated inFIG. 2. However, it will be apparent to those of ordinary skill in theart that the telecommunications network 100 may include any suitablenumber of turfs 104 and any suitable number and types of buckets 108,according to further embodiments.

The LBS 106 utilizes a computer 110 to aid in reallocating the pluralityof technicians 102 across the turfs 104. The computer 110 includes areallocation module 112, which enables the computer 110 to display agraphical user interface (“GUI”), such as the GUI 400 of FIG. 5, thatprovides the LBS 106 with an organized, visual presentation of thetechnicians 102, the turfs 104, and the buckets 108, according to oneembodiment. In one example, if work orders in the Alpha turf 104 acannot be timely filled without additional technicians 102, the LBS 106may view the GUI 400 to determine if the technicians 102 in the Betaturf 104 b can be utilized. In a further example, if service orders inthe POTS bucket 108 a cannot be timely filled without additionaltechnicians 102, the LBS 106 may view the GUI 400 to determine if thetechnicians 102 in the DSL bucket 108 b or the cable bucket 108 c arequalified to fill POTS work orders. In one embodiment, the computer 110functions as a web server located remotely from the LBS 106 by executinga web server application, such as BEA WEBLOGIC SERVER from BEA SYSTEMS.In this embodiment, the LBS 106 may access the GUI 400 over a network,such as a network 214 of FIGS. 3 and 4, using, for example, a local webbrowser interface on a personal computer (“PC”) or other computingdevice.

In one embodiment, the reallocation module 112 generates at least aportion of the GUI 400 based on data stored in a data storage unit 114.The data storage unit 114 may store any suitable data related to thetechnicians 102, such as the location, skills, schedule, andavailability of the technicians 102. The data storage unit 114 may be adatabase. In one embodiment, the data storage unit 114 is an IntegratedDispatch System (“IDS”). The IDS is described in greater detail in U.S.Patent Application Publication No. 2004/0111311, entitled “Turfs andSkills for Multiple Technicians,” to Ingman et al.; U.S. PatentApplication Publication No. 2004/0111312, entitled “Validating Turfs forWork Orders,” to Ingman et al.; U.S. Patent Application Publication No.2004/0111313, entitled “Methods and Systems for Assigning MultipleTasks,” to Ingman et al.; and U.S. Patent Application Publication No.2004/0111634, entitled “Security Permissions for an Integrated DispatchSystem,” to Ingman et al. In further embodiments, the data storage unit114 includes a Maintenance Order Due Date (“MODD”) database and aService Order Due Date (“SODD”) database.

FIG. 3 and the following discussion are intended to provide a brief,general description of the computer 110 in which embodiments may beimplemented. While embodiments will be described in the general contextof program modules that execute in conjunction with an applicationprogram that runs on an operating system on a computer system, thoseskilled in the art will recognize that the embodiments may also beimplemented in combination with other program modules.

Generally, program modules include routines, programs, components, datastructures, and other types of structures that perform particular tasksor implement particular abstract data types. Moreover, those skilled inthe art will appreciate that embodiments may be practiced with othercomputer system configurations, including hand-held devices,multiprocessor systems, microprocessor-based or programmable consumerelectronics, minicomputers, mainframe computers, and the like. Theembodiments may also be practiced in distributed computing environmentswhere tasks are performed by remote processing devices that are linkedthrough a communications network. In a distributed computingenvironment, program modules may be located in both local and remotememory storage devices.

FIG. 3 is a block diagram illustrating the computer 110 configured toprovide a GUI, such as the GUI 400 of FIG. 5, that aids in thereallocation of the technicians 102 across the turfs 104, in accordancewith exemplary embodiments. The computer 110 includes a processing unit202, a memory 204, one or more user interface devices 206, one or moreinput/output (“I/O”) devices 208, and one or more network devices 210,each of which is operatively connected to a system bus 212. The bus 212enables bi-directional communication between the processing unit 202,the memory 204, the user interface devices 206, the I/O devices 208, andthe network devices 210.

The processing unit 202 may be a standard central processor thatperforms arithmetic and logical operations, a more specific purposeprogrammable logic controller (“PLC”), a programmable gate array, orother type of processor known to those skilled in the art and suitablefor controlling the operation of the server computer. Processing unitsare well-known in the art, and therefore not described in further detailherein.

The memory 204 communicates with the processing unit 202 via the systembus 212. In one embodiment, the memory 204 is operatively connected to amemory controller (not shown) that enables communication with theprocessing unit 202 via the system bus 212. According to exemplaryembodiments, the memory 204 includes the reallocation module 112. In oneembodiment, the reallocation module 112 is embodied in computer-readablemedia containing instructions that, when executed by the processing unit202, generates a GUI, such as the GUI 400 of FIG. 5, containinginformation related to the reallocation of the technicians 102 across aplurality of the turfs 104, as described in greater detail below.Exemplary information related to the reallocation across a plurality ofthe turfs 104 includes, but is not limited to, the physical proximitybetween the technicians 102, the availability of the technicians 102,the physical proximity between the turfs 104, the existing load on eachof the turfs 104, and the anticipated load on each of the turfs 104.According to further embodiments, the reallocation module 112 may beembodied in hardware, software, firmware, or any combination thereof

As illustrated in FIG. 3, the reallocation module 112 includes acommitments module 216. In one embodiment, the commitments module 216 isembodied in computer-readable media containing instructions that, whenexecuted by the processing unit 202, provides commitments informationrelative to a turf, as described in greater details below. According tofurther embodiments, the commitments module 216 may be embodied inhardware, software, firmware, or any combination thereof.

As described above, the commitments module 216 may provide commitmentsinformation for each of a plurality of turfs, such as the turfs 402,404, 406, 408, 410, 412, in accordance with exemplary embodiments. Asused herein, commitments information refers to a time frame in which atype of work order is expected to be completed by a technician, such asthe technician 102. A different time frame may be used for a differentcategory (i.e., type) of work order. In one embodiment, each work orderis divided into one of three categories: an installation work order; anout-of-service work order; and an affecting service work order. Aninstallation work order is a work order that relates to the installationof a new service. An out-of-service work order is a work order thatrelates to restoring service that is out. An affecting service workorder is a work order that relates to repairing service that is notproperly functioning. In one embodiment, the out-of-service work ordersand the affecting service work orders are treated with higher priorityand given a shorter time frame than the installation work orders, whichare treated with lower priority and given a longer time frame. It shouldbe appreciated that the work order categories described herein are onlyexemplary. The work orders may be divided into any suitable categoriesaccording to further embodiments.

In one embodiment, the commitments module 216 provides the commitmentsinformation via a GUI, such as the GUI 400 of FIG. 5. The GUI 400enables the commitments information to be displayed in an organized,visual presentation. As described in greater detail below, the GUI 400may include an Installation column, such as an Installation column 454,an Out-of-Service column, such as an Out-of-Service column 456, and anAffecting Service column, such as an Affecting Service column 458. Underthe Installation column 454, the Out-of-service column 456, and theAffecting Service column 458 may be a plurality of cells, such as cells460, 462, 464, each of which correspond to a given turf, such as theturfs 402, 404, 406, 408, 410, 412, and a given bucket, such as buckets414, 416, 418, 420, 422. Each cell 460, 462, 464 may specify a number ofdays from when a customer requests a work order to when the work orderis to be completed.

By way of example, and not limitation, computer-readable media maycomprise computer storage media and communication media. Computerstorage media includes volatile and non-volatile, removable andnon-removable media implemented in any method or technology for storageof information such as computer-readable instructions, data structures,program modules, or other data. Computer storage media includes, but isnot limited to, RAM, ROM, Erasable Programmable ROM (“EPROM”),Electrically Erasable Programmable ROM (“EEPROM”), flash memory or othersolid state memory technology, CD-ROM, digital versatile disks (“DVD”),or other optical storage, magnetic cassettes, magnetic tape, magneticdisk storage or other magnetic storage devices, or any other mediumwhich can be used to store the desired information and which can beaccessed by the computer 110.

The user interface devices 206 may include one or more devices withwhich a user accesses the computer 110. The user interface devices 206may include, but are not limited to, computers, servers, personaldigital assistants, cellular phones, or any suitable computing devices.In one embodiment, the computer 110 functions as a web server locatedremotely from the LBS 106 by executing a web server application, such asBEA WEBLOGIC SERVER from BEA SYSTEMS. By enabling the computer 110 tofunction as a web server, the LBS 106 may access the GUI 400 generatedby the computer 110 over a network, such as the network 214, using, forexample, a local web browser interface on a PC or other computingdevice.

According to exemplary embodiments, the I/O devices 208 enable a user tointerface with the reallocation module 112. In one embodiment, the I/Odevices 208 are operatively connected to an I/O controller (not shown)that enables communication with the processing unit 202 via the systembus 212. The I/O devices 208 may include one or more input devices, suchas, but not limited to, a keyboard, a mouse, and an electronic stylus.Further, the I/O devices 208 may include one or more output devices,such as, but not limited to, a display screen and a printer.

The network devices 210 enable the computer 110 to communicate withother networks or remote systems via the network 214. Examples of thenetwork devices 210 may include, but are not limited to, a modem, aradio frequency (“RF”) or infrared (“IR”) transceiver, a telephonicinterface, a bridge, a router, or a network card. The network 214 mayinclude a wireless network such as, but not limited to, a Wireless LocalArea Network (“WLAN”) such as a WI-FI network, a Wireless Wide AreaNetwork (“WWAN”), a Wireless Personal Area Network (“WPAN”) such asBLUETOOTH, a Wireless Metropolitan Area Network (“WMAN”) such a WiMAXnetwork, or a cellular network. Alternatively, the network 214 may be awired network such as, but not limited to, a Wide Area Network (“WAN”)such as the Internet, a Local Area Network (“LAN”) such as the Ethernet,a wired Personal Area Network (“PAN”), or a wired Metropolitan AreaNetwork (“MAN”).

FIG. 4 is a block diagram of a workforce reallocation system 300, inaccordance with exemplary embodiments. The workforce reallocation system300 includes the computer 110, a network dispatch center (“NDC”) 302,and the data storage unit 114, each of which is operatively connected tothe network 214. The NDC 302 includes a load balance PC 304, which isutilized by the LBS 106, according to one embodiment. In furtherembodiments, the NDC 302 may include any suitable number of load balancePCs 304 to be utilized by any suitable number of LBSs 106. The datastorage unit 114 may store any suitable data regarding the technicians102, such as their location, skills, schedule, and availability. In oneembodiment, the reallocation module 112 retrieves data from the datastorage unit 114 to generate a GUI, such as the GUI 400 of FIG. 5. Thedata storage unit 114 may be a database. In one embodiment, the datastorage unit 114 is an IDS. In further embodiments, the data storageunit 114 includes a MODD and a SODD. The MODD may store time frames forcompletion related to out-of-service and affecting service work orders,as described in greater detail below. The SODD may store time frames forcompletion related to installation work orders, also as described ingreater detail below.

The load balance PC 304 includes a display 306 and a mouse 308,according to one embodiment. In further embodiments, the load balance PC304 may include any suitable input/output devices 208. It will beapparent to one having ordinary skill in the art that the load balancePC 304 may be substituted with any suitable computing device, such as apersonal digital assistant or a cellular phone. The display 306 may beconfigured to display the GUI 400 and the commitments informationprovided by the commitments module 216.

In exemplary embodiments, the load balance PC 304 includes a web browser310, such as INTERNET EXPLORER from MICROSOFT CORPORATION, for accessingthe GUI 400 and for facilitating communications between the LBS 106 andthe computer 110. Using the web browser 310, the LBS 106 may access theGUI 400 by inputting a Uniform Resource Locator (“URL”) into the webbrowser 310. The load balance PC 304 may communicate with the computer110 via Hypertext Transfer Protocol (“HTTP”). As previously described,the computer 110 may function as a web server. In one embodiment, accessto the GUI 400 by the load balance PC 304 may be restricted by a loginscreen requiring, for example, a login identification and a password. Infurther embodiments, communications between the load balance PC 304 andthe computer 110 may be encrypted by any suitable encryption mechanism.

In exemplary embodiments, the computer 110 may communicate with the datastorage unit 114 via a Java Database Connectivity (“JDBC”) applicationprogram interface (“API”). In one embodiment, the computer 110 retrievesdata from the data storage unit 114 at regular intervals, such as everytwo to five minutes. In further embodiments, the computer 110 retrievesdata from the data storage unit 114 when requested by the LBS 106. Inother embodiments, the reallocation module 112 may be stored on the loadbalance PC 304 such that the GUI 400 is accessed from the load balancePC 304 and such that the load balance PC 304 communicates with andretrieves data from the data storage unit 114.

FIG. 5 is an exemplary embodiment of the GUI 400. In one embodiment, theGUI 400 is generated by the reallocation module 112 of the computer 110.The LBS 106 may view the GUI 400 on the display 306 via the web browser310 associated with the load balance PC 304. In one embodiment, variousportions of the GUI 400 are accessible by an input device, such as themouse 308. It should be appreciated that the GUI 400 illustrated in FIG.5 is only an exemplary embodiment. It will be apparent to one havingordinary skill in the art that in other embodiments, the GUI 400 may bedisplayed differently (e.g., as a map presentation), may omit certainfields, or may include other fields.

According to exemplary embodiments, the GUI 400 includes a plurality ofturfs, such as an Alabaster turf 402, a Calera turf 404, a Chelsea turf406, a Columbiana turf 408, a Montevallo turf 410, and a Riverchase turf412 in a Turf column 415. The GUI 400 may further include a plurality ofbuckets: a POTS bucket 414, a DSL bucket 416, a Cable bucket 418, aSpecials bucket 420, and a Non-Demand (“ND”) bucket 422. According toexemplary embodiments, each of the buckets 414, 416, 418, 420, 422includes four columns: an Hours column 424, a Tickets column 426, aDispatched Technicians (hereinafter referred to as Dispatches) column428, and a Future Tickets (hereinafter referred to as Futures) column430. Each of a plurality of cells 432, 434, 436, 438 may be associatedwith a column, a bucket, and a turf. For example, the cell 432 isassociated with the Hours column 424, the POTS bucket 414, and theAlabaster turf 402.

A turf, such as the Alabaster turf 402, may refer to any suitablegeographic area. For example, the Alabaster turf 402 refers to the cityof Alabaster, Alabama. As illustrated in FIG. 5, the GUI 400 displaysthe turfs, such as the turfs 402, 404, 406, 408, 410, 412, contained ina southeast Birmingham assignment group (“AG”) 452. In one embodiment,the NDC 302 includes a plurality load balance PCs, such as the PC 304,where each load balance PC corresponds to a different AG, such as the AG452.

According to exemplary embodiments, the POTS bucket 414 containsinformation related to POTS related work orders. The DSL bucket 416contains information related to DSL related work orders. The Cablebucket 418 contains information related cable related work orders. TheSpecials bucket 420 contains information related to special circuitrelated work orders, such as Digital Signal 1 (“DS1”) and Digital Signal3 (“DS3”). The ND bucket 422 is a catch-all bucket containinginformation related to work orders not categorized in the POTS bucket414, the DSL bucket 416, the Cable bucket 418, or the specials bucket420.

The Hours column 424 indicates the number of hours of pending andassigned work orders in each turf 402, 404, 406, 408, 410, 412. Forexample, the cell 432 indicates that there are ten hours of pending andassigned POTS related work orders in the Alabaster turf 402. As usedherein, an assigned work order is defined as a work order that isassigned to a technician, such as the technician 102, and a pending workorder is defined as a work order that is not assigned to a technician102 and is to be completed within the current business day.

In one embodiment, each cell, such as the cell 432, in the Hours column424 may be accessed by an input device, such as the mouse 308. Forexample, the Hours column 424 may be accessed by hovering a mouse cursorover the cell 432 or by clicking the cell using the mouse 308. Inresponse to accessing a cell, such as the cell 432, in the Hours column424, the GUI 400 may display a window, such as a drop-down window 500illustrated in FIG. 6, according to exemplary embodiments. The drop-downwindow 500 may include a job ID column 502, a job type column 504, astatus column 506, a job duration column 508, a technician name column510, and a technician ID column 512. According to exemplary embodiments,the job ID column 502 identifies a particular job. The job type column504 identifies the type of work to be done on that job. The statuscolumn 506 indicates whether the job has been assigned or is pending.The job duration column 508 indicates the anticipated duration of thejob. The technician name column 510 and the technician ID column 512identify a particular technician, such as the technician 102, assignedto the job. The technician name column 510 and the technician ID column512 may be blank for pending jobs, as shown at 514. Although not shownin FIG. 6, the drop-down window 500 may include a terminate button withwhich to close the drop-down window 500.

Referring again to FIG. 5, the Tickets column 426 may indicate thenumber of tickets (i.e., work orders) corresponding to the number ofhours shown in the Hours column 424 of one of the buckets 414, 416, 418,420, 422. For example, the cell 434 indicates that six tickets areassigned and pending. The six tickets indicated in the cell 434correspond to the ten hours of work indicated in cell 432. In oneembodiment, each cell, such as the cell 434, in the Tickets column 426may be accessed by an input device, such as the mouse 308. For example,the Tickets column 426 may be accessed by hovering a mouse cursor overthe cell 434 or by clicking the cell using the mouse 308. In response toaccessing a cell, such as the cell 434, in the Tickets column 426, GUI400 may display a window (not shown), such as a drop-down window,according to one embodiment. The drop-down window may provide additionalinformation about the pending and assigned tickets, such as the type ofwork to be performed in each ticket.

The Dispatches column 428 indicates the number of the technicians 102dispatched. For example, the cell 436 indicates that four technicians102 are dispatched to perform POTS related work orders in the Alabasterturf 402. In one embodiment, each cell, such as the cell 436, in theDispatches column 428 may be accessed by an input device, such as themouse 308. For example, the Dispatches column 428 may be accessed byhovering a mouse cursor over the cell 436 or by clicking the cell usingthe mouse 308. In response to accessing a cell, such as the cell 436, inthe Dispatches column 428, the GUI 400 may display a window, such as adrop-down window 600 illustrated in FIG. 7, according to exemplaryembodiments. The drop-down window 600 includes a technician ID column602, a technician name column 604, a technician status column 606, anext turf column 608, a next bucket column 610, and a skills column 612.According to exemplary embodiments, the technician ID column 602 and thetechnician name column 604 identify a particular technician, such as thetechnician 102, that has been dispatched. The technician status column606 indicates whether the identified technician 102 is on his/her lastdispatch (indicated by a “*” in the technician status column 606) or isassigned to another job (indicated by an “A” in the technician statuscolumn 606). The next turf column 608 and the next bucket column 610 mayidentify the turf and bucket, respectively, for the next job if theidentified technician 102 has been assigned to another job (i.e., thetechnician status column 606 is “A”). The skills column 612 identifiesone or more skills currently assigned to the identified technician 102.Although not shown in FIG. 7, the drop-down window 600 may include aterminate button with which to close the drop-down window 600.

Referring again to FIG. 5, the Futures column 430 indicates the numberof future jobs to be completed, according to exemplary embodiments. Forexample, the cell 438 indicates that six jobs are to be completed in thefuture. In one embodiment, a future job is a job to be completed betweenone and three days. In further embodiments, a future job may be a job tobe completed within any suitable time frame beyond the time frame for apending job, as previously described. In one embodiment, each cell, suchas the cell 438, in the Futures column 430 may be accessed by an inputdevice, such as the mouse 308, to retrieve additional future jobinformation. For example, the Futures column 430 may be accessed byhovering a mouse cursor over the cell or by clicking the cell 438 usingthe mouse 308. In response to accessing a cell, such as the cell 438, inthe Futures column 430, the GUI 400 may display a window, such as adrop-down window 700 illustrated in FIG. 8, according to exemplaryembodiments. The drop-down window 700 may include a job ID column 702, ajob type column 704, a job status column 706, an access begin column708, and an access end column 710. According to exemplary embodiments,the job ID column 702 identifies a particular future job. The job typecolumn 704 identifies the type of work to be done on the identifiedfuture job. The job status column 706 indicates whether the identifiedfuture job is pending or assigned. The access begin column 708 and theaccess end column 710 indicate the beginning and the end, respectively,of a time frame with which a technician, such as the technician 102, isscheduled to perform the identified future job. The drop-down window 700further includes a terminate button 712 with which to close thedrop-down window 700.

The GUI 400 further includes a Regional Maintenance Center (“RMC”)column 440, which indicates the RMC number designated to a particularturf, according to exemplary embodiments. In one embodiment, each RMCnumber listed under the RMC column 440 may be accessible by an inputdevice, such as the mouse 308. For example, a RMC number may be accessedby hovering a mouse cursor over the RMC number or by clicking the RMCnumber using the mouse 308. In response to accessing the RMC number, theGUI 400 may display a window, such as a drop-down window, according toone embodiment. The window may include information related to each ofthe buckets 414, 416, 418, 420, 422, such as hours, tickets, anddispatches.

According to exemplary embodiments, the GUI 400 includes a commitmentssection 466, which includes three columns: the Installation column 454related to installation work orders; the Out-of-Service column 456related to out-of-service work orders; and the Affecting Service column458 related to affecting service work orders. As used herein, aninstallation work order is a work order that relates to the installationof a new service. An exemplary installation work order is a work orderfor an installation of a new phone jack or an installation of anadditional phone line. As used herein, an out-of-service work order is awork order that relates to restoring service that is out. An exemplaryout-of-service work order is a work order to repair a fiber cut. As usedherein, an affecting service work order is a work order that relates torepairing service that is not properly functioning. An exemplaryaffecting service work order is a work order to reduce or eliminatestatic in a cable television signal.

Under the Installation column 454, the Out-of-Service column 456, andthe Affecting Service column 458 are a plurality of cells, such as thecells 460, 462, 464. Each of the plurality of cells is associated withone of the plurality of the turfs 402, 404, 406, 408, 410, 412. Forexample, the cells 460, 462, 464 are each associated with the Alabasterturf 402. Each cell, such as the cell 460, under the Installation column454 indicates a number of days from when an installation work order isrequested to when the installation work order is to be completed. Forexample, the cell 460 indicates that each installation work order is tobe completed within three days after the installation work order isrequested. Each cell, such as the cell 462, under the Out-of-Servicecolumn 456 indicates a number of days from when an out-of-service workorder is requested to when the out-of-service work order is to becompleted. For example, the cell 462 indicates that each out-of-servicework order is to be completed within one day after the out-of-servicework order is requested. Each cell, such as the cell 464, under theAffecting Service column 458 indicates a number of days from when anaffecting service work order is requested to when the affecting servicework order is to be completed. For example, the cell 464 indicates thateach affecting service work order is to be completed within one dayafter the affecting service work order is requested.

FIG. 9 is a flow diagram illustrating a method 800 for providingcommitments information, in accordance with exemplary embodiments.According to the method 800, the commitments module 216 determines (at802) a time frame for each of the plurality of turfs 104. Each timeframe may indicate when a work order of a given category is to becompleted. In one embodiment, a time frame is provided for each categoryof work order within each of the plurality of turfs 104. For example,the commitments section 466 is divided into the three columns 454, 456,458, each of which is associated with a category. The Installationcolumn 454 is associated with installation work orders. TheOut-of-Service column 456 is associated with out-of-service work orders.The Affecting Service column 458 is associated with affecting servicework orders.

In one embodiment, the MODD stores the time frames for completionrelated to out-of-service work orders associated with the Out-of-Servicecolumn 456 and affecting service work orders associated with theAffecting Service column 458. Further, in one embodiment, the SODDstores time frames for completion related to installation work ordersassociated with the Installation column 454. In further embodiments, thetime frames related to the out-of-service work orders, the affectiveservice work orders, and the installation work orders may be stored inany suitable database. The time frames in the MODD and SODD may beassociated with each of the plurality of turfs 104 via a Common LanguageLocation Identification (“CLLI”) code or other identifying indicia.

The commitments module 216 displays (at 804) a numeric indicatorindicating the time frame in which the work order of the given categoryis to be completed. In one embodiment, the numeric indicator isdisplayed in a cell, such as the cells 460, 462, 464, in a GUI, such asthe GUI 400. The numeric indicator may indicate a number of days fromwhen the work order for the given category is requested to when the workorder for the given category is to be completed. In one example, thecell 460 indicates that installation work orders in the Alabaster turf402 are to be completed within three days after the installation workorders are requested. In a second example, the cell 462 indicates thatout-of-service work orders in the Alabaster turf 402 are to be completedwithin one day after the out-of-service work orders are requested. In athird example, the cell 464 indicates that affecting service work ordersin the Alabaster turf 402 are to be completed within one day after theaffecting service work orders are requested.

According to exemplary embodiments, the numeric indicator is displayedin a GUI, such as the GUI 400, under a Futures column, such as theFutures column 430. Each cell, such as the cell 438, in the Futurescolumn 430 may be accessed by an input device, such as the mouse 308, toretrieve additional future job information. In response to accessing acell, such as the cell 438, in the Futures column 430, the GUI 400 maydisplay a window, such as the drop-down window 700. The additionalfuture job information may include, but is not limited to, a number offuture jobs available, a job ID number, a type of work to be performedon the future job, and a duration of time with which a technician isexpected to complete the future job.

Although the subject matter presented herein has been described inconjunction with one or more particular embodiments and implementations,it is to be understood that the embodiments defined in the appendedclaims are not necessarily limited to the specific structure,configuration, or functionality described herein. Rather, the specificstructure, configuration, and functionality are disclosed as exampleforms of implementing the claims.

The subject matter described above is provided by way of illustrationonly and should not be construed as limiting. Various modifications andchanges may be made to the subject matter described herein withoutfollowing the example embodiments and applications illustrated anddescribed, and without departing from the true spirit and scope of theembodiments, which is set forth in the following claims.

1. A method for providing commitments information relative to a turf,the method comprising: displaying, in a graphical user interfaceprovided by a computer having a processor and a memory, a grid having aplurality of rows and a plurality of columns, each of the plurality ofrows corresponding to one of a plurality of turfs associated with aservice area, each of the plurality of columns corresponding to one of aplurality of service categories; determining, by the computer, a timeframe for each of the plurality of turfs and for each of the pluralityof service categories, the time frame indicating when a work orderassociated with the each of the plurality of turfs and the each of theplurality of service categories is to be completed; and displaying, viathe grid, a numeric indicator indicating the time frame in which thework order associated with the each of the plurality of turfs and theeach of the plurality of service categories is to be completed.
 2. Themethod of claim 1, wherein the time frame is associated with each of theplurality of turfs via a Common Language Location Identification code.3. The method of claim 1, wherein the time frame is a number of daysfrom when the work order associated with the each of the plurality ofturfs and the each of the plurality of service categories is requestedto when the work order associated with the each of the plurality ofturfs and the each of the plurality of service categories is to becompleted.
 4. The method of claim 1, wherein the plurality of servicecategories comprises an installation work order related to aninstallation of a new service, an out-of-service work order related torestoring service that is out, and an affecting service work orderrelated to repairing service that is not properly functioning.
 5. Themethod of claim 4, wherein the out-of-service work order and theaffecting service work are associated with lower time frames than theinstallation work order.
 6. The method of claim 1, wherein the numericindicator is displayed in a cell associated with the graphical userinterface, the cell being associated with one of the plurality of turfsand one of the plurality of service categories.
 7. The method of claim1, wherein the plurality of rows are arranged to correspond withlocations of the plurality of turfs.
 8. A system for providingcommitments information relative to a turf, comprising: a processor; anda memory coupled to the processor, the memory comprising instructionsthat, when executed by the processor, cause the processor to perform amethod comprising: displaying, in a graphical user interface, a gridhaving a plurality of rows and a plurality of columns, each of theplurality of rows corresponding to one of a plurality of turfsassociated with a service area, each of the plurality of columnscorresponding to one of a plurality of service categories, determining atime frame for each of the plurality of turfs and for each of theplurality of service categories, the time frame indicating when a workorder associated with the each of the plurality of turfs and the each ofthe plurality of service categories is to be completed, and displaying,via the grid, a numeric indicator indicating the time frame in which thework order associated with the each of the plurality of turfs and theeach of the plurality of service categories is to be completed
 9. Thesystem of claim 8, wherein the time frame is a number of days from whenthe work order associated with the each of the plurality of turfs andthe each of the plurality of service categories is requested to when thework order associated with the each of the plurality of turfs and theeach of the plurality of service categories is to be completed.
 10. Thesystem of claim 8, wherein the plurality of service categories comprisesan installation work order related to an installation of a new service,an out-of-service work order related to restoring service that is out,and an affecting service work order related to repairing service that isnot properly functioning.
 11. The system of claim 10, wherein theout-of-service work order and the affecting service work are associatedwith lower time frames than the installation work order.
 12. The systemof claim 8, wherein the numeric indicator is displayed in a cellassociated with the graphical user interface, the cell being associatedwith one of the plurality of turfs and one of the plurality of servicecategories.
 13. The system of claim 8, wherein the plurality of rows arearranged to correspond with locations of the plurality of turfs.
 14. Acomputer-readable storage medium having instructions stored thereon forexecution by a processor to perform a method for providing commitmentsinformation relative to a turf, the method comprising: displaying, in agraphical user interface, a grid having a plurality of rows and aplurality of columns, each of the plurality of rows corresponding to oneof a plurality of turfs associated with a service area, each of theplurality of columns corresponding to one of a plurality of servicecategories; determining a time frame for each of the plurality of turfsand for each of the plurality of service categories, the time frameindicating when a work order associated with the each of the pluralityof turfs and the each of the plurality of service categories is to becompleted; and displaying, via the grid, a numeric indicator indicatingthe time frame in which the work order associated with the each of theplurality of turfs and the each of the plurality of service categoriesis to be completed.
 15. The computer-readable storage medium of claim14, wherein the time frame is associated with each of the plurality ofturfs via a Common Language Location Identification code.
 16. Thecomputer-readable storage medium of claim 14, wherein the time frame isa number of days from when the work order associated with the each ofthe plurality of turfs and the each of the plurality of servicecategories is requested to when the work order associated with the eachof the plurality of turfs and the each of the plurality of servicecategories is to be completed.
 17. The computer-readable storage mediumof claim 14, wherein the plurality of service categories comprises aninstallation work order related to an installation of a new service, anout-of-service work order related to restoring service that is out, andan affecting service work order related to repairing service that is notproperly functioning.
 18. The computer-readable storage medium of claim17, wherein the out-of-service work order and the affecting service workare associated with lower time frames than the installation work order.19. The computer-readable storage medium of claim 14, wherein thenumeric indicator is displayed in a cell associated with the graphicaluser interface, the cell being associated with one of the plurality ofturfs and one of the plurality of service categories.
 20. Thecomputer-readable storage medium of claim 14, wherein the plurality ofrows are arranged to correspond with locations of the plurality ofturfs.